Customer Service Strategy

How Will We Measure Customer Service?

Fundamental to any effective customer service program are the satisfaction levels of the customers served. During the implementation of the Customer Service Strategy, a number of core activities will take place to provide for the benchmarking of services, service level expectations, reporting mechanisms and opportunities for internal and external customers to provide feedback, which will form the foundation for measurement of success. These methods of measuring performance and satisfaction levels will be integrated into the ongoing review process of Customer One. The feedback will provide for continuous improvement to processes, information, methods of service delivery and accessibility.

Governance

The final Customer Service Strategy will be subject to approval of the Senior Management Team and Council. Additional responsibilities associated with this strategy include:

Customer Service Taskforce

Assist and provide input into the development of a Customer Service Strategy and implementation plan that is applicable to both internal and external customers

Assist in the gathering and communication of information to and from respective departments

Consider and approve recommendation of the strategy to Council

Provide ongoing feedback and support

Continue to support the research, identification and planning of customer service projects and monitor implementation of recommendations approved by City Council

Executive Management Team

Consider and approve recommendation of the strategy

Ensure the strategy aligns with the goals of the corporation

Review and recommend refinements to the strategy over time as well as plans and required investments

Identify staff resources to assist with the implementation plan outlined in the strategy

Organizational Leadership Team

Manage service delivery to ensure focus on the customer and excellent customer service

Assist in creating a customer-centred culture in departments by integrating customer service into staff communications and meetings

Each department as part of the strategy should develop specific business processes to meet the customer service standards set and determine key performance indicators to track in order to measure results

Resources

As part of the work to develop and implement the strategy, the resource requirements will be reviewed on a regular basis to ensure ongoing management of customer service excellence. Any additional resource requirements will be identified and communicated through the Senior Management Team, the Customer Service Taskforce and addressed through Council and, if required, through the regular budget process.